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Operations Lead

Cognizant Kuala Lumpur, Malaysia
Posted 24 days ago Permanent Competitive
Operations Lead
Job Summary:

As a bridge to middle management, this position entails planning, executing and managing a team and delivering the stated SLAs in addition to assisting in initiatives at a process level

Experience: 7-10 years

Skills and Qualification:
  • Graduate in any stream
  • Managed a team of at least 50 in the past
  • Excellent problem-solving and analytical skills
  • Excellent communication skills and the ability to manage multiple and diverse stakeholders
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment, and ability to navigate through ambiguity
  • Experience with BPO services
  • Experience in Map Ops domain
  • Proactively provide feedback/learnings to the Project manager
  • Attention to detail -- ability to work with spreadsheets and do basic analysis
  • Process-oriented -- able to clearly document processes
Roles and Responsibilities:
  • Ensure all SLAs are met
  • Share feedback to pod leads and team leads
  • Provide detailed root cause analysis
  • Prepare reports and presentations for internal and client meetings / reviews
  • Drive initiatives across the team towards process improvement, product enhancement, people management, etc.
  • Liaise with the training team to ensure training needs are met for the team
  • Liaise with the recruitment team for staffing requirements
  • Ensure attrition is controlled within the desired limits as set internally
  • Prepare / assist in preparation of risk mitigation plans
  • Periodic manpower planning
  • Effectively utilizing the resources basis requirement
Project Specific Tasks / Responsibilities:
  • Manage small team of local drivers
  • Create and deliver daily work packets to local drivers
  • Troubleshoot vehicle and operational issues and escalate system wide issues when necessary
  • Monitor daily production and quality, collect and analyze data in order to recognize trends and potential problem areas
  • Schedule preventative maintenance for cars
  • Plan and execute all driver training and new operational launches
  • Interface with Vendor manager to continually improve overall operations process
  • Plan driver schedules based on scope completion
  • May need to interact with members of the public, press or local law enforcement


Employee Status : Full Time Employee

Shift : Day Job

Job Posting : Jan 12 2023

About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.
Job ID  COGNGLOBAL41633
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